IT Support Specialist / Help Desk Technician

Description

Summary: Seeking a customer-focused IT Support Specialist to troubleshoot technical issues, manage user accounts, and maintain IT assets while delivering excellent service. Highlights: 1. Primary contact for end-users via phone, email, Slack/Teams, or ticketing system 2. Manage hardware, software, and user accounts in Active Directory/Azure AD 3. Opportunity to participate in IT projects and system migrations **Job Title: IT Support Specialist / Help Desk Technician** **Reports To:** IT Manager / Director of Technology **Employment Type:** Full\-Time / Part\-Time **Position Summary** We are looking for a knowledgeable and customer\-focused **IT Support Specialist** to join our team. In this role, you will be the first line of defense for all technical issues, ensuring that our employees (and/or clients) have the hardware and software access they need to perform their jobs efficiently. You will troubleshoot problems, manage user accounts, and maintain IT assets while delivering an excellent customer service experience. **Key Responsibilities1\. Technical Support (Help Desk)** * Serve as the primary point of contact for end\-users via **phone, email, Slack/Teams, or ticketing system**. * Diagnose and resolve technical issues related to **hardware, software, networking, and operating systems** (Windows, macOS, Linux). * Escalate complex or unresolved issues to Level 2/3 support or third\-party vendors in a timely manner. * Create and maintain knowledge base articles (wiki/documentation) for common issues. **2\. Hardware \& Software Management** * Set up, configure, and deploy workstations, laptops, monitors, and peripherals. * Manage **asset inventory** (tracking, purchasing, and disposal of equipment). * Install, update, and troubleshoot software applications (Microsoft 365, Google Workspace, Adobe, VPN clients, etc.). * Coordinate with vendors for warranty repairs and hardware replacements. **3\. Systems \& Network Administration** * Administer user accounts and access permissions in **Active Directory / Azure AD / Google Workspace**. * Assist with basic network troubleshooting (Wi\-Fi, printers, routers, firewalls). * Monitor system performance and ensure security patches are up to date. **4\. Security \& Compliance** * Enforce IT security policies (password resets, MFA setup, antivirus scans). * Assist with onboarding/offboarding processes (account creation, data transfer, access revocation). * Educate users on cybersecurity best practices (phishing awareness). **5\. Project Support** * Participate in IT projects such as system migrations, software rollouts, or office moves. * Provide after\-hours support for maintenance windows or critical incidents (as needed). **Qualifications \& RequirementsEducation \& Experience** * **Associate’s or Bachelor’s degree** in Computer Science, Information Technology, or related field (or equivalent work experience). * **2–4 years** of experience in an IT support or help desk role. **Technical Skills** * Proficiency with **Windows 10/11** and **macOS** operating systems. * Experience with **Microsoft 365** administration (Exchange, Teams, SharePoint) and/or **Google Workspace**. * Understanding of **Networking fundamentals** (TCP/IP, DNS, DHCP, VPN). * Experience with **Ticketing Systems** (e.g., Jira Service Management, Zendesk, ServiceNow, Freshservice). * Familiarity with **Active Directory** (user/group management) and **MDM** (e.g., Intune, Jamf) is a plus. * Basic knowledge of **scripting** (PowerShell, Bash) is a plus. **Soft Skills** * **Exceptional customer service** and communication skills (written and verbal). * Strong **problem\-solving** and analytical abilities. * Ability to explain technical concepts to non\-technical users. * **Patience and empathy** when dealing with frustrated users. * Excellent time management and prioritization skills. **Physical Requirements** * Ability to lift and move up to **50 lbs** (monitors, desktops, servers). * Must be able to sit or stand for extended periods while working at a computer. **What We Offer** Pay: QAR2,438\.68 \- QAR7,719\.00 per month Work Location: In person